返金ポリシー
最終更新日: 2026年5月
目次
1. Full Refund: Unactivated eSIM
ハワイへの旅行をキャンセルせざるを得なくなった場合や、韓国のプランを購入したが日程が変わった場合でも大丈夫です。未有効化のHelloRoam eSIMは全額返金の対象です。なお、eSIMを端末にインストールした後は、別の端末に移し替えることはできませんのでご注意ください。
対象条件:
- • eSIM has not been activated or installed on a device
- • Refund request submitted within 6 months of purchase
- • QR code has not been scanned
- • No data has been used
全額返金対象処理期間: 5〜10営業日
2. Device Compatibility Issues
お使いの端末がeSIMに対応していない場合、またはキャリアロックによりご利用できない場合は、全額返金の対象となります。端末の制限によるご不便は、お客様の責任ではありません。
よくある互換性の問題:
- • Device does not support eSIM technology
- • Device is locked to a specific carrier
- • Software or firmware compatibility blocks activation
- • Regional device restrictions prevent use
全額返金対象処理前に端末の確認が必要な場合があります
3. Service or Connection Issues
正しい手順でeSIMを設定したにもかかわらず接続できない場合、またはカバレッジ対象エリアで大きなサービス障害が発生した場合、一部または全額の返金対象となる可能性があります。サポートにご連絡いただければ、状況を確認いたします。
返金対象となるサービス問題:
- • Cannot connect to network after correct eSIM installation
- • Major service disruptions in HelloRoam coverage areas
- • Data speeds consistently below our advertised minimums
- • Total service failure within coverage zones
一部または全額返金使用データ量と問題の深刻度に基づく判断
4. How to Request a Refund
1
サポートに連絡する
注文番号と問題の内容を添えて、メールまたはライブチャットでご連絡ください
2
詳細をお伝えください
返金理由と関連する詳細情報をお知らせください
3
審査・確認
担当チームが24〜48時間以内にケースを確認し、直接ご回答いたします
4
返金完了
承認された返金は、ご購入時の決済方法に返金されます
5. EU and EEA Statutory Withdrawal Right
If you live in the EU or EEA, consumer law gives you a 14-day right to cancel a distance purchase. This right starts on the date you buy your eSIM plan.
This right ends when you activate the eSIM. By scanning the QR code, you agree to start the service right away and accept that you give up your withdrawal right for that plan.
If you have not activated your eSIM, you can request a full refund within 14 days of purchase. No reason needed.
To withdraw, email help@helloroam.com with your order number and the words 'I wish to withdraw from my purchase.' We will process your refund within 14 days.
6. UK Consumer Rights
UK consumers have similar 14-day cancellation rights under the Consumer Contracts Regulations 2013. The same conditions apply: activation ends the cancellation period.
7. Refund Processing Times
We process approved refunds as fast as possible. Here is what to expect.
- EU and EEA: Refund within 14 days of your cancellation request.
- United Kingdom: Refund within 14 days of your cancellation request.
- All other regions: Refund within 5 to 10 business days.
All refunds go back to the payment method you used at checkout. Stripe processes the return, which may add 1 to 3 business days depending on your bank.
Important Refund Information
• Refunds go back to the original payment method used at checkout
• Processing times vary by payment provider, typically 5-10 business days
• Administrative fees may apply for some refund types
• Refund eligibility may depend on third-party carrier policies
• All refund requests must include proof of purchase (your order confirmation email)
Questions About a Refund?
Our support team is ready to help with refund questions or any issue with your eSIM plan. Reach us by email or start a live chat, and we'll get back to you fast.
Excellent
Trustpilot
4.3 out of 5(50 reviews)アプリを入手する HelloRoam App
HelloRoamアプリでeSIMプランの管理、データ残量の確認、サポートへのお問い合わせが旅先からでも可能です。iPhone・Android対応。
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App Store rating
4.3
Trustpilot
